Major Incident Manager

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
This position reports to: Manager, Major Incident Management
ServiceNow is changing the way people work. With a service orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
*Please note this opening is for the following shift: Monday- Friday 8-5 or 9-6 PST*
"This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check, and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered."
The Major Incident Manager is a key driver for managing the resolution of technical problems with serious consequences to ServiceNow or our customers. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Technical Support team, the Major Incident Manager is both technically competent and business oriented. The Major Incident Manager must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed. At all times the Major Incident Manager will ensure:
• Drive incidents to resolution and ensure accurate and timely customer and executive communications.
• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
• Ensure that incident management processes are followed and that incident post-mortems are completed to capture process deviations and areas for improvements.
• Deliver consistent communication to Management and customers.
• Own the customer situation as a single point of contact for the customer escalation team.
What you get to do in this role:
• Drive the ServiceNow Major Incident Management Process for critical customer situations
• Coordinate with peer managers worldwide on resources, issues and schedules
• Assemble, work with, and manage cross-organizational teams
• Support accurate and consistent maintenance of technical and management escalation processes
• Primary lead for Customer Support during customer outages
• Ownership and execution of the active critical incident management process, including:
• Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders
• Engagement of escalation management resources
• Manage customer and internal communications at an executive level
• Timeline documentation and review
• Manage event communications:
• Establish and manage bridge calls with engineers and customers on single customer outage
• Attend and drive multi-customer outage bridges
• Crafts business appropriate communications for the affected operating groups and manages communication on a critical incident conference call
• Post event program management
• Incident Resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team
• Perform other duties and projects as assigned
Qualifications
Qualifications and technical skills that will lead to your success:

• Minimum of 4+ years' experience in critical/crisis management for technical customer escalations
• Bachelor's degree in business, computer science, engineering, or related field or equivalent experience
• Excellent communication skills (both verbal and written)
• Comfortable leveraging AI-driven tools to accelerate incident detection, correlation, and resolution, ensuring faster restoration of service.
• Support and promote AI adoption across incident management workflows, enabling teams to operate more proactively and efficiently.
• Analyze and interpret AI-powered insights (e.g., predictive risk signals, automated incident summaries, or recommended actions) to drive decision-making and improve major incident outcomes.
• Extensive experience supporting and managing technical environments; demonstrated leadership skills in fast-paced, highly dynamic situations.
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management.
• The ability to communicate confidently and clearly on conference calls, in meetings, and via email at all levels of the organization is essential.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Customer focus and ownership, use of own initiative, and a proactive approach to work
• Crisis management skills: ability to set priorities, pursue multiple threads simultaneously, accurately reflect the current state, and drive towards the desired state.
• Ability to maintain calm during stressful situations.
• A team player who is influential and builds good working relationships across all functions.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.
• Experience or knowledge working with relational databases (e.g., MySQL, Oracle)

Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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